Thomas Sekaleli

• Prepared and delivered presentations and reports on liaison activities for internal and external stakeholders.
• Established effective communication channels between departments by organizing and facilitating cross-functional meetings.
• Investigated and escalated liaison issues and implemented appropriate tactics for swift resolution.
• Coordinated investigations to understand dynamics of an area of interest and establish if an area is feasible for fibre deployment.
• Cultivated positive relationships with local forums, community and its leaders to pave a way for a possible fibre network deployment.
• Maintained high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
• Created and managed project plans, timelines and budgets.
• Gathered, organized and input information into digital database.

Manage the delivery of services: Installations.

• Enhanced service delivery by developing and implementing efficient processes.
• Managed and coordinated installation Technicians to accomplish daily scheduled fibre to the home installation requirements.
• Ensure same day activation score during any month meets 100% of target.
• Manage and resolve escalations on case-by-case basis.
• Created and enforced detailed organization processes to increase quality and service standards.

Stock Support

• Prepare Roster for monthly stock take and ensure every technical team has their vehicle, stock, tools, equipment counted/inspected.

Department Administration

• Reporting on department status (Daily – Service Delivery group)
• Support manager in weekly departmental meet

• Informed clients of strategies for reducing debt and maximizing savings. E.g. Assisted most clients to increase their savings to 25% of their monthly income.
• Researched current economic trends and investment opportunities to stay abreast of financial markets.
• Assisted clients with budgeting and cash flow management.
• Mentored junior advisors, sharing knowledge, expertise, and best practices to enhance team performance.
• Maintain proper documentation following pre-set guidelines established by compliance and management as directed by FSB.

Compile and Analyze Relevant MIS Reports:

• Extrapolated and inputted data to generate trend analysis reports daily, weekly and monthly and distributed to all relevant stakeholders to determine areas of improvement as well as focused customer service.
• Identify possible solutions and improve Business Information (BI) reporting on continuous basis, to support customer and business requirements.

Manage Internal and External Stakeholder Relationships:

• Ensuring that all systems are performing optimally and other call center related issues are handled or escalated accordingly.

Collate Data and Compile Presentations:

• Collate data from 7 MANCO members and compile bank SLA presentations.

• Process Adhoc cash movement requests from over 25 SBV Cash Centers and over 1000 Bank branches through out the country.
• Source all relevant information from clients internally and externally in preparation of proposals and quotations.
• Ensure that all proposals submitted to clients are of professional standard, with correct pricing, are relevant and are recorded on the database.
• Communicates internally to ensure that relevant parties are kept informed about customer relationship, progress of proposals and assistance that may be required.